Cricket Wireless Reviews (%countItem)
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Cricket Wireless Rating
Description: Cellular Telephone Service & Supplies, Cell Phone & Tablet Equipment, Supplies & Repair
Address: 575 Morosgo Dr NE Fl 2, Atlanta, Georgia, United States, 30324-3300
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cricket representatives are misleading about the plans they offer and the discounts. they charge extra fees for the services they did not provide.
for the plan that costs $100 they are charging me $121.50. they dont communicate in writing and over the phone and in store they state that the plan for all 4 lines unlimited high speed internet is $100, however in actuality they signed me up for Unilmited Plan2 that offers much lower internet speed. misleading statements and overcharging
I was promised unlimited high speed 4 lines plan for $100, I am not paying anything estra
April 17, 2018
Revdex.com
Online Complaint
Complaint No: XXXXXXXX
Re: ***
Dear Sir/Madam,
This correspondence is in reference to a complaint filed by *** regarding Cricket service. In her complaint, she reports that she contacted customer service and was provided misleading information about the price plans and discounts Cricket offers. She was advised she would keep her high-speed data on her four lines if she switched to the $55 unlimited plan for a $100 a month. She states that this plan offers lower data speeds than her previous plan and now feels she was misled. She reports that her monthly bill went up to $121.50 instead of the $100 she was promised. She is asking that we place her four lines back on the $40 5GB plan with higher speed internet for $100 a month.
We researched Ms. account and found that three of her lines were left on the $40 5GB plan and one line was moved to the $55 unlimited plan, making her next bill $121.50. We also show that due to the changes she is no longer on the grandfather $40 5G plan for $100.
We called Ms. and explained that Cricket no longer offers the price plan she is requesting and explained that the $55 unlimited plan offers data speeds up to 3 Mbps with unlimited data. Ms. expressed that she wants the $40 5GB for her four devices because data speeds are higher. We were able to come to an amicable resolution that Ms. was happy with.
We apologize to *** for any inconvenience or poor service she felt she received. Cricket strives to provide excellent service and we regret when that high standard is not met.
We thank Ms. for her communication and trust that this explanation properly addresses her concern.
Regards,
Cricket Wireless, Customer Support
575 Morosgo Dr., NE
Atlanta, GA 30324
/EI
I was trying to get my unlock phone turn on with cricket service. I paid 67 to get everything on and the sim card wasn't compatible with the the phone. I asked for a refund because I didn't use the services and they wouldn't give it back even though I didn't use the service
Product_Or_Service: LG /3/B
Account_Number: XXX-XXX-XXXX
Other (requires explanation) I just want my 67 dollars back so I can get it turned on some where else.
April 25, 2018
Revdex.com
Online Complaint
Complaint No: XXXXXXXX
Re: Mr. ***
Dear Sir/Madam,
This correspondence is in reference to a complaint filed by Mr. *** regarding Cricket Wireless. In this complaint, Mr. states he attempted to activate an account with a Cricket Wireless Authorized Retailer but the service never worked. He states he asked for a refund and was denied. He is asking that all charges be refunded back to him.
We reviewed Mr. account and found that his order never completed as we were not able to establish service on the BYOD phone he brought in. The device wouldn't register on our network. We advised Mr. that since we couldn't provide service we would issue a full refund. We advised him that since he paid in cash we would have to send him a check for the amount. He provided the correct address to send the check to. We also advised him that it can take up to 10 business days for him to receive the check once it is approved. Mr. stated he was very satisfied with our resolution.
We apologize for any inconvenience or poor service Mr. felt he received. Cricket strives to provide excellent service and we regret when that high standard is not met.
We thank Mr. for his communication and trust that this explanation properly addresses his complaint.
Regards,
Cricket Wireless
Customer Corporate Relations
575 Morosgo Dr. NE
Atlanta, GA 30324
/CE
@yahoo.comApril 3, 2018To Whom It May Concern:On January 2, 2018, we went shopping for another possible cell phone carrier. One of the places that we visited was the Cricket store located at 207 N Cities Service Hwy in Sulphur,***. The staff was very friendly and took the time to explain the different phones and the different plans available. They also explained the promotion that was currently available to consumers willing to switch service providers.With the help of our salesman, *** B, we picked a plan and two new Alcatel Idol 4 phones. We decided to change our cellular provider to Cricket and get the three line promotion for $90.00. That included two phone lines and a hotspot for internet to attach to our TV. *** informed us that they did no longer offer any Hotspot devices for purchase and sent us next door to Walmart to purchase an AT&T Mobile Hotspot since AT&T and Cricket were compatible and owned by the same company. We then brought the Hotspot device back to the Cricket store. *** inserted the SIM cards into our new phones and activated both of them. He then inserted the SIM card into the AT&T Mobile Hotspot and activated it. We purchase the two Alcatel Idol 4 phones, the SIM cards and all the activation fees, including taxes and something listed as Idol 4 Standard Screen Protector plus the first month's service for a total of $345.78.As two happy customers, we returned home to set up our new phones and connect the Hotspot internet to our TV. We ordered new phone cases to fit the Alcatel Idol 4 and screen protectors. We spent approximately $30.00 on supplies for our new devices. Not to mention subscription to Netflix.The next month we returned to the store to pick up another line for the promotion of four lines for $100.00. We purchased the same AT&T Mobile Hotspot and brought it to the same Cricket Store. Kelan was not available so we spoke with a different gentleman. He opened the hotspot device and inserted the new SIM card along with activating it. This transaction cost us approximately $50.00.Now we come to the present time. My April payment of $100.00 was successfully deducted from my account. I experienced the inability to access the internet on my cellular phone and the hotspot device attached to my television. I called the Cricket Hotline number and female (***) walked me through the steps to try and reactivate my phone allow me to access e-mail and other sites. She informed me that she would call me back in 15 minutes to troubleshoot any other issues. I never received her return call. I called Cricket back and talked to a male. He informed me that Cricket does NOT support hotspot connections or devices. And that I was in violation of some kind of code. That is why my service had been suspended. While I explained to him that it was a service that I was offered at the store located in Sulphur, he said that they do not offer that service and had not offered that service in almost two years. I asked to speak to his supervisor, which concluded to be ***. Again, I explained the situation of what plan I purchased and the equipment that I had also purchased to complete the service I signed up for. He also told me that it is not possible for me to purchase that plan because they didn't offer that anymore. The only thing he would recommend was for me to cancel the two lines I had subscribed to for the hotspots. Cricket had just taken my payment for two phone lines and two hotspots knowing that the two hotspots were registered with the IMEI numbers. He did not offer to credit me for the payment that was just deducted from my account either. His suggestion was for me to purchase new phones that would accommodate hotspot service since my Alcatel Idol 4 phones did not. When I did not agree to purchase anything else and explained that I purchase a plan and equipment and was given the service only to have had it suspended after a couple months, he suggested that I return to the place I purchased my phones and plan to address the situation with them.On Tuesday April 3, 2018, we returned back to the Cricket store in Sulphur,*** before they even opened for business. Upon entering the store, the manager was not yet present. We waited until the manager (***) arrived to address our situation. She pretty much explained that the service we were sold was not offered. When I explained how much money we had already invested and that we changed our provider, she apologized and could offer no solution other than crediting me $20.00 for the April payment of the two lines that were for the hotspot lines and cancel them to prevent future billing. *** did inform us that she had heard of Cricket doing this sort of transaction but have not had any complaints of anyone else having their internet suspended and that they are no longer allowed to perform such an action.My complaint is that we purchased a plan that was offered to us from a Cricket representative in order to switch our cellular provider. This plan included two cellular phones and two internet connections for hotspot internet. We invested $345.78 on one visit to Cricket and another $50.00 the next visit. We also bought additional equipment to accommodate our cellular phones around $30.00. We spent approximately another $150.00 on the hotspot devices we were told to purchase in order to receive internet on those other two lines. When we paid to activate any of these devices with the SIM cards, the IMEI numbers were registered to that particular device. I was told that my service was suspended due to those SIM cards were being used to access the internet in a hotspot connection. That is why they were purchased and activated for. If they were not allowed to activate those SIM cards in the mobile hotspot devices then why did their computers accept registering them to those de
Product_Or_Service: Other //4 lines for $100.00
Account_Number: XXX-XXX-XXXX
Other (requires explanation) Something that we can both agree on.
May 2, 2018
Revdex.com
Online Complaint
Complaint No: XXXXXXXX
Re: ***
Dear Sir/Madam,
This correspondence is in reference to a complaint filed by ***. In this complaint, Ms. states she purchased 3 lines from Cricket, with 1 being for her hotspot capability. She states that the store advocate advised her of the type of equipment that she needed to purchase from another merchant, so she could use Mobile Hotspot. Once she purchased the device the advocate assisted with activating it on her account. She states she decided to add an additional line and purchased the same Hotspot equipment. She revisited the Cricket store, and the same advocate assisted her with activating the additional line as well. Ms. later found out that Cricket does not support the Hotspot device after her lines were suspended for having unauthorized devices and tethering on her account.
We contacted Ms. directly and advised her that the Authorized Retailer that she purchased her services from agreed to compensate her for the amount that she paid for the Hotspot devices. We have also applied a credit to Ms. account equivalent to two months of service for each line that was added for use as Mobile Hotspot.
We value Ms. feedback and apologize for any inconvenience or poor service she felt she received.
Cricket strives to provide excellent service and we regret when that high standard is not met. We thank Ms. for her communication and trust that this explanation properly addresses her concern.
Regards,
Cricket Wireless, Customer Support
575 Morosgo Dr., NE
Atlanta, GA XXXXX
I wished to transfer my wireless service from Cricket to Consumer Cellular. I was given my account number, passcode, but not Lock code to have my phone number, contact information ported to Consumer Cellular. I was told that I would have had service with Cricket Wireless, LLC for six (6) months in order to have this information released to me. isn't there a law that prevents Cricket from withholding this information from me; because this information is MY PERSONAL information, not Cricket'Is there anyone else I can connect to help me get my information Cricket Wireless, LLC.I CAN BE REACHED AT XXX-XXX-XXXX OR XXX-XXX-XXXX, XXX-XXX-XXXX, AND XXX-XXX-XXXX.***, ***
Product_Or_Service: LG /LG BL-46G1F/Unlimited Talk/Text Data
Account_Number: XXX-XXX-XXXX
Other (requires explanation) I want my information release to me so I can hae my services transferred from Cricket Wireless, LLC to Consumer Cellular. I have not had service since April 1, 2018.
April 21, 2018
Revdex.com
Online Complaint
Re: ***
Complaint ID: XXXXXXXX
Dear Sir/Madam,
This correspondence is in reference to a complaint filed by ***. In the complaint, Mr. states that Cricket Wireless is unwilling to provide him his personal information which includes his telephone number, contact information, account numbers and passcodes. He would like this information in order to use it with his current provider Consumer Cellular.
On April 21, 2018 Cricket Wireless Corporate Manager, *** spoke with Mr. and was unable to authenticate his account.
We explained to Mr. that there may be a misunderstanding with his initial request with our Representatives. His personal information is maintained by his Google account or by a cloud type of storage. Cricket Wireless does not store his personal information and Mr. does not require a lock code to access his information.
We thank Mr. for his communication and trust that this explanation properly addresses his complaint. If Mr. requires additional assistance or has any additional questions, he may contact Damaris.
Regards,
Cricket Wireless
Customer Corporate Relations
575 Morosgo Dr. NE
Atlanta, GA XXXXX
Rude customer service representative and a representative who went against rules
First customer service rep. (*** took forever to answer then ended the chat after wasting 10 minutes of my time for me explaining the issue then asking me what locations the service was having issues at and cancelling the chat, not sure if the system did it automatically or if the rep. did it. I waited a few minutes then came back on to the chat and talked to *** M. who told me he "upgraded" something after performing a "troubleshooting step" which shut my data off for a second then backed it to 4G (Speedtest App said 3G) and he insisted it worked when my data speeds were limited on top of still having service issues. I had to manually reset my phone back to LTE. Shortly after he insisted on me restarting my phone to see if what he did fully worked and telling me I could come back into chat I did so and was greeted with still only 4G data and a closed support for the night. Very displeased with Cricket Support as they never seem to know anything about their service and have talked to 6 people in the past 3 months and all I've got was a network reset which helped for a week and took 2 hours to come to, and getting booted to 4G like I did tonight (4/15/18). I have had issues with extremely slow data speeds since July 2017 and have had no solution. It works around town while cruising but going inside my house or near my location of residency or my school or place of work my signal drops below 3 bars and gets extremely slow.
I would like better training for customer service reps, possible credit to service for issues, and improvement of the service in those areas. I am not sure if it is my device missing one single band of LTE since they use 2,4,12 and 30 and mine only has 2,4,5 and 12 but that is there fault for selling devices that don't fully work with their service
April 19, 2018
Revdex.com
Online Complaint
Complaint No: XXXXXXXX
Re: ***
Dear Sir/Madam,
This correspondence is in reference to a complaint filed by Mr.. In this complaint, Mr. states that he has been experiencing data issues. He also states that he is unable to send or receive text messages. Mr. requested a refund for his service payment.
In researching Mr. complaint, we found that a case was created for Cricket's IT team to further investigate Mr. data and SMS issues. IT has concluded that there were no coverage issues, and also found no issues with Mr. SMS. They found all SMS were delivered or received. Since Mr. used 57GB of data, his data speeds were reduced due Cricket's Network Congestion management. Per Cricket's Terms and Conditions, Cricket customers on the Unlimited Plan who use more than 22GB of data during their monthly bill cycle may have their data speeds temporarily slowed during periods of network congestion. We have communicated our findings with Mr. via email on April 19, 2018, and also informed him that we cannot approve his request for a refund.
We thank her for her communication and trust that this explanation properly addresses his concern.
Regards,
Cricket Wireless, Customer Support
575 Morosgo Dr., NE
Atlanta, GA 30324
/SH
(The consumer indicated he/she DID NOT accept the response from the business.)
While I accept their response, it tells me Cricket *** so I will be trying to find another service provider
I purchased an iPhone6 brand new at the cricket store and to start off wrong the next day my service was disconnected because the clerk rang it up wrong. 3 weeks after that my phone just stopped working from time. I took it back to cricket store and they said that since it was past 7 days they were sorry they couldn't do anything. I just paid 250.00 plus and otter box for 40.00 and then had to turn around in less than 30 days go back and spend another 300.00 plus two phone bills. I spent close to 800 on a month just to keep service. I was told when I bought the iPhone it would be okay they would cover factory issues and in my case it wasn't so and I had to purchase the galaxy.
Product_Or_Service: Apple /Iphone6/Family plan
Account_Number: XXX-XXX-XXXX
Other (requires explanation) I would like to get credited for the iPhone I bought since it didn't even last a month. I would gladly take a credit for the purchase amount and send the phone back. I have been with cricket for years as a loyal customer who has referred countless people.
April 25, 2018
Revdex.com
Online Complaint
Complaint No: XXXXXXXX
Dear Sir/Madam,
This correspondence is in reference to a complaint filed by ***. Mr. purchased an iPhone and began experiencing issues with his device after 3 weeks of purchase. The phone stopped working, so Mr. returned to the store requesting assistance. He was told there is a 7-day return policy and they were unable to replace the device. For that reason, Mr. had purchased a new device. Mr. is requesting a credit to his account for the amount of the defective iPhone, since he is unable to return the device.
We contacted Mr. via phone on 4/25/2018. After discussing his concerns, we explained that his device is still under a manufacturer warranty with Apple. He would need to contact Apple and they would be able to replace his device. For the inconvenience, we also were willing to apply a $50 credit to his account. Mr. explained that he already purchased a new device and the credit wasn't acceptable. He stated he would be better off to change service providers. Unfortunately, we are unable to provide a credit for the purchase amount due to the device still within warranty. Should Mr. have any further concerns, please contact *** directly.
Cricket strives to provide excellent service and we regret when that high standard is not met. We value Mr. feedback and apologize for any inconvenience or poor service he felt he received.
Regards,
Cricket Wireless, Customer Support
575 Morosgo Dr., NE
Atlanta, GA XXXXX
(The consumer indicated he/she DID NOT accept the response from the business.)
First of all I was told by the sales associate that my new phone was covered for 30 days by cricket and up to a year from the manufacturer and he told me he had to start the insurance but to cancel it the next day because it was only necessary if it was lost or stolen and that any defects were covered. Had I known that I would have kept the insurance. The sales guy evidently was more concerned with making the sale than being upfront and in turn I ended up spending $50 just for upgrades. I offered to return the phone. I would be happy with at least a one months credit to help recover the loss if nearly $600 in a month. I've been loyal for years to cricket and would hope they would see that I am a great customer and important.
Went to Local Store, told to send phone in for warranty replacement and have new phone in 2 days. still no phone.
As stated, sent phone via UPS as requested on Saturday, told would have replacement phone in 2 business days. Called customer service, told phone not even sent yet on Wednesday. Talked to 3 people, asked for supervisor, switched to voice mail. Called back, asked for supervisor, sent to offshore call center, asked for USA based supervisor, sent back to customer service. Asked for supervisor, had to go through the Ra #, UPS number, and on hold for another 10 minutes.
Let me go to local store and pick up a phone.
April 17, 2018
Revdex.com
Online Complaint
Re: ***
Complaint ID: XXXXXXXX
Dear Sir/Madam,
This correspondence is in reference to a complaint filed by Mr. ***. In the complaint, Mr. explains that he was advised by the Cricket Authorized Retail Location and UPS that the replacement of a defective Alcatel device would take approximately 2 business days. Upon speaking with Cricket Representatives and Warranty he was able advised it can take up to 2 business days from receipt of the defective device in the warehouse. Mr. requested an expedite return of his device. At the time of the complaint, Mr. was requesting the phone be replaced at his local Authorized Retailer.
On April 17, 2018 Cricket Corporate Manager, Damaris reached out to Mr. to properly investigate his claim. Mr. explained that since filing the complaint, Alcatel has returned his device. The complaint was primarily concerning Cricket Wireless' delay in returning his device.
During our conversation, Mr. has made recommendations that will be taken into consideration.
Cricket Wireless is a wireless service provider and we do not manufacture the devices. All of our new devices carry a one year manufacturer's warranty. For valid warranty exchanges, the Returns Center at 1-800-CRICKET (XXX-XXXX) will ship an identical or similar replacement model, which may be a new or reconditioned (like-new) device. Cricket does not repair defective devices. All warranty options and their respective turnaround time are found online at https://www.cricketwireless.com/support/orders-and-activations/warranty/customer/warranty.html.
We thank Mr. for his communication and trust that this explanation properly addresses his complaint.
Regards,
Cricket Wireless
Customer Corporate Relations
575 Morosgo Dr. NE
Atlanta, GA 30324
/DA
on 5/08/18 my girlfriend brought me a new cell phone from cricket wireless. The phone is a zte blade x, the phone has a internal battery and a little lock catch where the sim card and the micro sd card is stored.The micro sd port is very important because I like to read books while on the road. After receiving the phone I noticed that the catch that holds the micro sd port was jammed and won't open with the little tool provided with the phone. As i'm trying to keep opening the port the phone slipped and glass cracked. I take it to cricket and the employee told me that its my fault and there is nothing they can do. I feel that if they didnt sell a damaged phone then this wouldn't happen. Ive been with cricket for 4 years my account number is XXX XXX XXX.
Account_Number: XXX-XXX-XXXX
Other (requires explanation) I would like an exchange i do not want to use my insurance because your only granted 2 a year along with deductible.
April 18, 2018
Revdex.com
Online Complaint
Complaint No: XXXXXXXX
Re: ***
Dear Sir/Madam,
This correspondence is in reference to a complaint filed by Mr. ***. In this complaint, Mr. states that he dropped his device and shattered the screen while he was attempting to remove the memory card tray. Mr. does not want to file an insurance claim, and has requested that Cricket replaces his device.
We communicated with Mr. via email on April 13, and 16, 2018 to discuss his complaint. We have explained to Mr. that if a SIM or a memory card tray is jammed and cannot be released, and the device does not have any physical or liquid damage, it may qualify to be replaced through manufacturer's warranty. Since Mr. attempt to remove the tray led to him dropping and damaging the device, it no longer meets the warranty requirements. Therefore, Cricket cannot provide him a free replacement device. Since Mr. is enrolled on Cricket protect, we recommended that he contacts Asurion for a replacement device. .
We thank Mr. for his communication and trust that this explanation properly addresses his concern.
Regards,
Cricket Wireless, Customer Support
575 Morosgo Dr., NE
Atlanta, GA 30324
/SH
I purchased a phone with a screen protector at an authorized Cricket dealer and was told the screen protector warrantied my screen from ever cracking within one year if the phone screen does crack to bring it back to the Cricket store and they will replace my phone free of charge. I took my phone back to a store after the screen cracked and was told that they don't exchange phones in the store I have to go through the warranty department. I called the warranty department and they told me I have to pay $75 deductible to get the phone replaced but on the package of the screen protector it says the phone will be replaced free of charge at the retail store. Why am I being refused two of getting my phone replaced at a cricket dealer if they sell a product that claims that can be replaced in a store that's false advertisement. I don't see why I Cricket offers a product within their store that they can not go by the warranty of the product that they are selling. Number two I also have a phone that I purchased through cricket Samsung phone that I was told was recall that one time due to issues but was never informed of a recall. I took that phone into a store and was told that they would waive the reactivation fee of a new phone but when I took my phone in the guy refused to exchange the phone with just waiving the fee and me paying the price of a new phone. I don't get that one either.
Product_Or_Service: LG /LG X Charge/
Account_Number: XXX-XXX-XXXX
Other (requires explanation) All I'm asking is for my phone to be replaced by going into a retail store exactly like a product that you all carry in your store says can be done. If this is something y'all can't do do you need to inform your employees of that because I was told that this could be done in store without going through warranty department.
April 26, 2018
Revdex.com
Online Complaint
Complaint No: XXXXXXXX
Re: ***
Dear Sir/Madam,
This correspondence is in reference to a complaint filed by ***. In this complaint, Mr. states that he was sold a screen protector and that it provided a warranty for his screen if it ever cracked up to a year. He states that his screen did crack, so he returned to the Cricket authorized dealer to receive a replacement, and they refused to replace the device.
We have made attempts to contact Mr. on April 16th, 17th and 19th and were unsuccessful. We have also emailed Mr. with the contact information for the manufacturer of the screen protector. Should he wish to discuss this matter further, he can contact *** at XXX-XXX-XXXX.
We value Mr. feedback and apologize for any inconvenience or poor service he felt he received.
Cricket strives to provide excellent service and we regret when that high standard is not met. We thank Mr. for hid communication and trust that this explanation properly addresses his concern.
Regards,
Cricket Wireless, Customer Support
575 Morosgo Dr., NE
Atlanta, GA XXXXX
(The consumer indicated he/she DID NOT accept the response from the business.)
Because the product they Sale states I can return it to Retail Store of Purchase for an exchange and they won't honor what they sell in there store's. I did contact Cricket Wireless on numerous occasions but never got an answer. Therefore I emailed them a response and got No response there either.I even included a picture of the Warranty included on the pkg. But still no response????
I have been having technical difficulties with the internet, applications, search engine, keyboard, voice command and dropped calls.I am unhappy with the service. I have tried to contact customer support. They have to me to get a work ticket.I couldn't because a work ticket is for the device and the device is working properly. Its the service I am having issues. I do not want to cancel suspend or disconnect the ser ice but have tried to transfer the phone number to another carrier and was denied because it was not transferrable.I am a valued customer and expect what I am financially obligated to purchase service.I do not have an income and am loyal to Cricket Communications and the applied apps on the phone. There is a glitch in the system. My phone cracked when in on a voice call and it echoes. I can hear another person speaking on the line while in use.The only way I can get connected into power the phone off and take the battery out.I am not recie ING any messages in time unless I manually sync and the button is already turned on to sync.
Product_Or_Service: LG /LG Stylo 3/Cricket unlimited 2 plan
Account_Number:
Other (requires explanation) I am requesting refund, exchange of service for quality and exceptional communication experience.I do not have insurance as it is not the device. It is the service. Of unable to resolve i will gladly disconnect and will take my business elsewhere.
April 18 2018
Revdex.com
Online Complaint
Complaint No: ***
Re: ***
Dear Sir/Madam,
This correspondence is in reference to a complaint filed by *** regarding Cricket service. In his complaint, he reports that he has been experiencing technical difficulties with slow internet, device applications, drop calls and voice echoes when on a call. He contacted Cricket's customer service and they advised that a ticket need to be open. Mr. feels a ticket would not resolve his issue because this is not a device issue but rather a network issue. He is requesting we refund his money back.
We called Mr. and advised that per the description of the issues he reported we need to open a network case to further investigate the connectivity issues. We immediately opened case #***. On April 16, 2018 our network team contacted Mr.. They found that his device was provisioned correctly, with no reported issues or outages at the serving site. The network team cancelled Mr. cell phone registration from the network and resent over the air registration back to the device. They also suggested that if the issue is not resolved the customer can test his SIM card in another Cricket Wireless device to see if the issue can be duplicated. On April 17, 2018 our network team called Mr. back for a follow up. Mr. stated that his device is now working fine and had no more questions.
W attempted to call him on April 17 and 18, 2018 to confirm his issue was resolved with no success. If Mr. still needs assistance please have him contact Emilio I at 404-486-1443.
We thank *** for his communication and trust that this explanation properly addresses his concern.
Regards,
Cricket Wireless, Customer Support
(The consumer indicated he/she DID NOT accept the response from the business.)
I have had service going on 6 months with changes in the current plan. I had technical difdifficulties as of 11/29/2018, the same day I purchased the device and service plan. I did not complain because I was in a Treatment Care care Facility (rehabilitation center) and was on on a probationary period of 30 days to start as of 11/22/2018. I was not notified of any offers by phone,text or by e-mail to include option available. My payments were in time as of the start date and service was not proactive during this time. I feared of being overcharged,losing service, account suspension,or denial of coverage because od past experience with the service provider. I have spoken to the service provider support team and now am not fully satisfied, but am experiencing better than normal service. I would like the service provider to switch or change the current plan that best suits my needs and budget.Cricket Unlimited 2 plan is for phone lines with more than 1 phone line and I only need 1 line only with no offers for add ins for an extra or additional lines included that is Unlimited everything for the same price or lesser.I do not accept additional lines of service for anyone but this exact line, do not wish to extend service to family no friends. I am responsible solely for this account with no extended phone lines, service, add on and any other marketing or advertisements included. I do not wish to be contacted of Promotional offers that would adhere to my service plan and device exchange from a pre existing owner.
April 27 2018
Revdex.com
Online Complaint
Complaint No: ***
Re: ***
Dear Sir/Madam,
This correspondence is in reference to a rebuttal filed by *** regarding Cricket service. Mr. rebuttal is not related to his original Revdex.com complaint. Mr. states that he was not notified of any new offers by phone, text or email. He states that all his payment have been made on time. He is asking that Cricket switches him to a price plan that better suits his needs and budget.
As stated in the initial response, we called Mr. and advised that per the description of the issues he reported we need to open a network case to further investigate the connectivity issues. We immediately open case number ***. On April 16, 2018 our network team contacted Mr.. They found that his device was provisioned correctly, with no reported issues or outages at the serving site. As part of the troubleshooting, the network team re-registered Mr. network connection to his device. They also suggested that if the issue is not resolved the customer can test his SIM card in another Cricket Wireless device to see if the issue can be duplicated. On April 17, 2018 our network team called Mr. back for a follow up. Mr. stated that his device is now working fine and had no more questions.
Upon receiving this rebuttal, we contacted Mr. on March 26, 2018. He inquired about the different price plans we offer. I explained the difference between his plan, the $55 Unlimited and the $60 Unlimited Plus. We also advised on the 5GB plan for $40 a month and the 2G plan for $30 a month that we offer. He asked why he is not able to use the hotspot feature on his cell phone. I explained that there is a $10 charge to add the Mobile Hotspot feature to his cell phone. He stated that he did not want the feature at this time. Mr. had no more questions.
Based on the aforementioned, we respectfully request that his complaint is closed at this time, as we are unable to assist further.
Regards,
Cricket Wireless, Customer Support
I bought a alcatel cell phone in the Cricket store....within 3 days it wasnt working well and doing some strange things and some calles were not being heard, so I brought it in, but he seemed to fix was told I had 9 days to return it for a different brand if I wanted..A few days later more people were not hearing me on the phone so I called Crickett and told them they checked the reception in the areaand said that was not a problem so must be the phone but they would make a note of the issue so if I had to return it would nnot be a problem....the phone still didn't work well it also would heat up occasionally when inside, not in the sunand sometimes when I would push down to do soemthing it wouldn't I would have to shut off and back on to get it to work...a brand new phone..worst piece of *** alcatel...The guy that worked at the store told me it was a better phone than Samsung...it's not it sucks and so I went back today which is about 9 days after I bought the phone to return it but wanted to pay an extra $20 for the Samsung which is the brand I used to have with no problems...I was told it was too late ( even tho the guy who worked there said I had 9 days and the person on the phone said I had more time) they said they could only give me a trade it so I would lose money on the phone and they were going to charge another activation fee on the new phone ...I already paid an extra $25 activation fee on the crappy phone. ALl I asked is they waive the 2nd activation fee and give a full refund on the phone which I would have used toward the new Samsung from them..they said no...so now I want a full refund on the phone and will quit my service with them or they can do what they should have done, especially since I was misled by their employees, sold a bad phone , lost business due to dropped calls and give me a full refund to buy the new phone plus $20 and waive the activation fee
Account_Number: XXX-XXX-XXXX
Other (requires explanation) replacement of the alcatel phone with FULL refund, with a Samsung phone..I will pay the extra $20 for difference in phone price and the activation fee has to be waived
April 23, 2018
Revdex.com
Online Complaint
Complaint No: XXXXXXXX
Re: ***
Dear Sir/Madam,
This correspondence is in reference to a complaint filed by Mr. ***. In this complaint, Mr., states he purchased a device and within 3 days it wasn't working well. He states he went into a Cricket Wireless Authorized Retail location and they seemed to fix the problem, but unfortunately a few days later the same thing started happening again. He took the device into the store again and was advised he was beyond the return/exchange policy timeframe and couldn't return the device. He wants to return the device and pay the difference for a different device.
We apologize for any inconvenience or poor service Mr. felt she received. Cricket strives to provide excellent service and we regret when that high standard is not met.
We attempted to contact Mr. on several occasions to explain the information provided to us by the Area Manager for that store location. They stated they attempted to reach Mr. and advise him that they would replace his device and waive any additional fees, with no success. We have left several voicemail messages that included our contact information should Mr. chose to contact us and discuss the matter in greater detail.
We thank Mr. for his communication and look forward to hearing from him should he decide to further addresses his concern.
Regards,
Cricket Wireless, Customer Support
575 Morosgo Dr., NE
Atlanta, GA XXXXX
(The consumer indicated he/she DID NOT accept the response from the business.)
it says above "We attempted to contact Mr. on several occasions " who is Mr. it says Mr. three times....I am Mr. and they contacted me once left a message and two hours later said the case was closed ...then I called and asked to speak to a supervisor ...instead they had me talk with someone else after much time wasted they said I could exchange the phone for $7...that' I paid $180 pluys $25 activation fee..and buy the samsung that I wanted for about $200 plus another $25 activation fee....someone said they would creidit me later on my bill $25 ( not someone at the store at Cricket) but I still would not get a full refund on the phone only $7....I was also told I had 9 days to return the phone not 7 days
Today on April 27th the store issued me a replacement phone free of charge ( although they did erase my pics from my phone without transferring them) I can live with that. so the issue has been resolved
I only get 2 bars from my house in avon park florida its always a go around with this business
166.00 cash for two phones
just refund my money so i can go to someone else im done the customer service sucks
April 20, 2018
Revdex.com
Online Complaint
Complaint No: XXXXXXXX
Re: ***
Dear Sir/Madam,
This correspondence is in reference to a complaint filed by ***. In this complaint *** is requesting a refund for the service charges and accessories he paid due to poor coverage in his area.
Cricket Wireless manager, *** emailed Mr. on April 11, 2018 in response to the same complaint directed to our Assistant Vice President of Sales Operations, ***
Cricket coverage maps show a high level approximation of wireless voice and data coverage. Actual coverage may differ from map graphics and may be affected by terrain, weather, foliage, buildings and other construction, signal strength, high-usage periods, customer equipment, and other factors. Cricket does not guarantee coverage or the availability to the wireless network or any wireless services. Per Cricket's technical case, Mr. lives in a 4G LTE moderate coverage area.
All accessory sales are final. Our return policy can be found at https://www.cricketwireless.com/support/orders-and-activations/returns-and-exchanges/customer/returns-and-exchanges.html.
Acceptance of our Terms and Conditions of Service are a requirement for activating service. Detailed in the Terms and Conditions found online at www.cricketwireless.com/terms:
Amounts paid for service charges are non-refundable and account balances are not transferable, refundable, or redeemable for cash. If your account is suspended or cancelled, for any reason, any remaining balance in your account will be forfeited.
Cricket wireless offers a no-annual-contract prepaid wireless option, unfortunately, Cricket Wireless tried to reach a resolution with Mr. on April 12, 2018 but Mr. and Mrs. declined the offer made. Mr. account is active and he is actively using the services. Damaris attempted to speak with Mr. in response to the Revdex.com complaint on April 19, 2018. Mr. may transfer his phone number to another carrier at his convenience if he believes Cricket is unable to meet his requirements.
We thank Mr. for his communication and trust that this explanation properly addresses his concern.
Regards,
Cricket Wireless, Customer Support
575 Morosgo Dr., NE
Atlanta, GA 30324
/DA
(The consumer indicated he/she DID NOT accept the response from the business.)
No I dont agree just because it shows service dont mean you get it I can play that game too I have other people behind me and there own 800 number said they have two towers down so she doesn't know everything I aleady had 39 dropped calls they know this
May 2, 2018
Revdex.com
Online Complaint
Complaint No: XXXXXXXX - Rebuttal
Re: ***
Dear Sir/Madam,
This correspondence is in reference to a rebuttal to the original response to a complaint filed by ***. In this rebuttal, *** states that he disagrees with the response and would still like to get a refund for the service charges and accessories based on poor coverage in his area.
Cricket Wireless manager, *** attempted to contact Mr. on April 27 and April 30 to further discuss his request. Her attempts were unsuccessful. We wanted to again explain to Mr. the fact that his request for
a refund was denied.
Acceptance of our Terms and Conditions of Service are a requirement for activating service. Mr. accepted those Terms and Conditions on March 30, 2018 upon the activation of both lines. We ask that Mr. see Cricket Wireless' Terms and Conditions found online at www.cricketwireless.com/terms.
Cricket does not guarantee coverage or the availability to the wireless network or any wireless services. Per Cricket's technical case, Mr. lives in a 4G LTE moderate coverage area.
Amounts paid for service charges are non-refundable and account balances are not transferable, refundable, or redeemable for cash. If your account is suspended or cancelled, for any reason, any remaining balance in your account will be forfeited.
In addition, all accessory sales are final. Our return policy can be found at https://www.cricketwireless.com/support/orders-and-activations/returns-and-exchanges/customer/returns-and-exchanges.html.
Mr. account remained active and he was actively using the services. Mr. ported out on May 1, 2018 and is no longer a Cricket Wireless customer.
We thank Mr. for his communication and trust that this explanation properly addresses his concern.
Regards,
Cricket Wireless, Customer Support
575 Morosgo Dr., NE
Atlanta, GA 30324
/DA
On April 6th I purchased 2 sim cards from the cricket store located in Mandan ND. I could not have them activate in store due to not have all 3 phones with me. I was told I have service in my area when they put my address into their system. I activated 3 lines ***, & XXX-XXX-XXXX) and all 3 lines had no services 95% of the time. I was able to receive or call out only a handful of times and texts were the same way. If I actually made/received a call the people would complain that they could not hear me. I called repeatedly when I had a bar show up on any of the 3 phones to try to figure out the problem. This morning (April 10,2018) I sat for an hour redailing trying to get service enough to talk to them. I got through and the answer/fix was the same again that it shows they have great service in my area when obviously I did not. After 4days of fighting for phone service (which is our main phone) I called verizon and went back since this is our only phone option. I called Cricket to cancel and see about getting my money back and was told they do not give refunds for not have service and a manager told me my only option would be have my credit card dispute the charges. I was shocked. So their retail locations can tell people they will have service, people pay to get *** cards ($9.99 a sim card) and pay upfront for the service (my case $90) and then legally NOT provide the service?
Product_Or_Service: ***
Account_Number: XXX-XXX-XXXX
Other (requires explanation) If my credit card cannot get my money back for services not received, then I hope that the Revdex.com will be able to help me reclaim my funds.If my credit card can get my funds back, then I want Revdex.com to know what happened to me and help make sure it does not happen again.I do have my receipt for sim cards and credit card charges as well for proof of purchase if need be.
April 25, 2018
***
This correspondence is in reference to a complaint filed by Ms.. In this complaint, Ms. states that a local Authorized Retailer sold her three SIM cards, and guaranteed service at her residence. Ms. requested a refund for the service payments since the coverage near her residence is poor.
In researching Ms. complaint, we found that the coverage around her residence appears to be moderate to good. We have explained to that coverage can be affected by terrain, weather, foliage, buildings, indoor use, signal strength, customer equipment and other factors. Per Cricket Wireless's Terms and Conditions, all service payments are non-refundable. We have also found that the retailer provided misinformation to Ms. about the cellphone coverage. Since Ms. was provided with incorrect information, we have made a one-time exception to provide her a refund for his service payment.
We apologize to Ms. for any inconvenience she may have felt, and thank her for her communication and trust that this explanation properly addresses his concern.
Regards,
Cricket Wireless, Customer Support
(The consumer indicated he/she ACCEPTED the response from the business.)
Thank you for settling this matter. I am very appreciative of how quickly it was resolved once Revdex.com came into the picture.
I did give more then 1 day (4 days actually) and I also drove around the county with no service. There was no bad weather and with all my travels no service.
I truly hope in the future you look at your maps closer or give people so many days for refund. Saying you have coverage so people buy trusting you, but instead it is set up like a trap. Consumers trust sales rep, consumer hets home and sees they were taken, and then they can do nothing to get their hard earned money back. A lot of low income people live in our area and cricket would be a cheaper option for them; so they take the bait and are screwed once they realise they were taken.
lease try to do something so other people do not fall in the same trap.
Thank you again for handling this quickly.
I have not received the refund. I emailed them the address the address on April 18. I then emailed them again on May 11 tpo double check if they received my previous email. They have have not responded to the emails nor have I received the refund check they stated they would send.
I am not sure what you would like me to do from here. I do have both emails showing when I sent them.
May 22, 2018
***
This correspondence is in reference to a rebuttal complaint filed by Ms.. In this complaint, Ms. states that she never received the refund that was promised to her by Cricket Wireless.
In researching Ms. original complaint, we had found that the coverage around her residence was moderate to good. Since Ms. was provided with incorrect information by the local Authorized Retailer regarding coverage and refund policy, we had made a one-time exception to provide her a refund for her service payment.
In regards to her rebuttal complaint, we notified Ms. via email that our Payment Research Team again verified the refund was processed. Ms. notified us via email on May 22, 2018, that she did received the refund.
Thank her for her communication and trust that this explanation properly addresses her concern.
Regards,
Cricket Wireless, Customer Support
My plan due date was the 24 of each month. I paid I believe a week ahead of time of my due date. I saw an ad from sprint where I could buy one and get one free ( iPhones ) . I purchased the new phones and cancelled my service with cricket on the 23rd of march. One day prior to my actual due date and was refused a refund of $75.00.
Product_Or_Service: Nokia //***
Account_Number: XXX-XXX-XXXX
Other (requires explanation) refund for the one month of service I did not receive.
April 11, 2018
Revdex.com
Online Complaint
Complaint No: XXXXXXXX
Re: ***
Dear Sir/Madam,
This correspondence is in reference to a complaint filed by ***. In this complaint, Mr. states that he paid for his wireless service in advance and then cancelled his service. He Is requesting a refund for the service that he paid for and did not use.
We spoke with Mr. directly and agreed to refund him for the service charges. We advised Mr. that the refund will be applied back to the original method of payment. Mr. can expect the refund to apply back to his card within 3-5 business days.
We value Mr. feedback and apologize for any inconvenience or poor service he felt he received.
Cricket strives to provide excellent service and we regret when that high standard is not met. We thank Mr. for his communication and trust that this explanation properly addresses his concern.
Regards,
Cricket Wireless, Customer Support
575 Morosgo Dr., NE
Atlanta, GA 30324
/SG
Was told by employee that I'll get great coverage and signal strength with cricket. As advertised everywhere. Paid $180 dollars minus 20 from my old phone for 3 lines. Once I got home, my signal immediately disappear and was lost. This problem continue at my work place and pretty much everywhere I went. When I reached out on 4/8/18 the supervisor insinuated that I was lying since I didn't call every single time this happen. So in my case, I needed to call everyday since March 10th. They lied to me and took my money, knowing that there service was terrible.
Product_Or_Service: Other /ZTE/
Account_Number: XXX-XXX-XXXX
Other (requires explanation) I would like my money back for this huge inconvenient experience and for being lied to. Created a problems for me at work as well. I want my full refund of $180 dollars
April 16, 2018
Revdex.com
Online Complaint
Complaint No: XXXXXXXX
Re: ***
Dear Sir/Madam,
This correspondence is in reference to a complaint filed by ***. In this complaint, Mr. states that he activated service with Cricket and that he stated he was not able to utilize coverage.
Mr. was contacted by telephone on 4-12-2018. We explained to Mr. Cricket's refund policy.
According to Cricket Wireless Terms and Conditions of service, available online at www.cricketwireless.com/terms: Amounts paid for service charges are non-refundable and account balances are not transferable, refundable, or redeemable for cash. If your account is suspended or cancelled, for any reason, any remaining balance in your account will be forfeited.
Non-withstanding Cricket's Terms and Conditions, Mr. was refunded for his service payment purchase in the amount. (Sim card purchases cannot be refunded) We thank him for his patience, and do advise refund times can vary by financial institution.
Finally, Mr. requested his Cricket devices he purchased be unlocked. An exception was made and his devices were unlocked although this is outside our unlock policy. Unlock codes were provided via his email address.
We value feedback and apologize for any inconvenience or poor service he felt he received.
Cricket strives to provide excellent service and we regret when that high standard is not met. We thank Mr. for his communication and trust that this explanation properly addresses his concern.
Regards,
Cricket Wireless, Customer Support
575 Morosgo Dr., NE
Atlanta, GA 30324
/cb
On 3/24/18, I purchased two new phones, two new cases for them, and one new bluetooth from our local Cricket store.After a few days, the case did not stay on my phone. I dropped the phone, and my phone actually popped out of the case. That offered no protection for my phone. The bluetooth would not stay hooked on my ear, nor did it come in clear when trying to talk. On 3/31/18, I went back in to the cricket store to return the bluetooth and case. I had already purchased replacement ones elsewhere because I needed them. To my dismay, I was told that they had an "all sales final on accessories" policy that WAS NOT noted anywhere in the store. It was on the bottom of the receipt, which was not known to me. So basically, the customer does not know there is that policy until they've purchased something and see it on the receipt.They would not return the items for a full refund. One manager offered an exchange, but I had already purchased other items so I could have protection for my phone and use the bluetooth. He stated he would make sure there was a sign up in the store stating the no returns policy.After being told I could not receive a refund from that manager, I requested a call from a higher manager, and I never received one until I went back to the store on 4/5/18. I also noted there was still no sign up regarding the no returns policy. A higher manager finally called me back yesterday, and would still not return my items.I think this is an absolute ridiculous policy, especially one that is not known to customers, and when the purchased items were not working. The store clerk even said they were having problems with that type of case.
Other (requires explanation) I would like a full refund of the amount of both the case and the bluetooth, which was less than $55.00 total.
April 11, 2018
Revdex.com
Online Complaint
Complaint No: XXXXXXXX
Re: ***
Dear Sir/Madam,
This correspondence is in reference to a complaint filed by ***
regarding Cricket service. In her complaint, she reports that she purchased two cases and a Bluetooth accessory at a Cricket Authorized Retailer. She stated that she wanted to return the items she purchased, however on the receipt she saw that there was an "All Sales are Final" in regards to accessory purchases. Ms. is requesting a refund.
Please note that all accessory sales are final. This information was included on Ms. store receipt. For more information please visit: https://www.cricketwireless.com/support/orders-and-activations/returns-and-exchanges/customer/returns-and-exchanges.html.
Non-withstanding our policies Ms. was issued a $20 service credit to her account because we do value her as a customer.
We thank Ms. for her communication and trust that this explanation properly addresses her concern.
Regards,
Cricket Wireless, Customer Support
575 Morosgo Dr., NE
Atlanta, GA XXXXX
I purchased a phone *** XX XXXX in the Cricket store. Since this time I have returned the phone 3 times. And the current phone needs to be returned because it is not working correctly. The phone, freezes, doesn't hold the home screen, dials numbers, turns its self on and off. So I want my money back because I haven't even had the phone for a whole month with out returns. The only thing crickets wants to offer is to keep sending the phone back or $55 credit toward a new phone. However, I just gave them $200 for a phone that does not work, so I don't feel like I should have to pay anything. Plus I dont trust there products nor do I have the time to keeping returning phones and activating phones. Prior to this I came to Cricket with my own phone and I did not have a problem with the service. I only started experiencing problems when I purchased there product. So I want my money back in full so I can purchase a product that works. In addition my account should be well documented with all the problems I have had.
Product_Or_Service: Other /zte blade max/40 dollar a month plan
Account_Number: XXX-XXX-XXXX
Other (requires explanation) I want a full refund for the phone and phone case and I want a credit on my account for the time, money and effort that I have had to spend because there product does not work.
April 16, 2018
Revdex.com
Online Complaint
Complaint No: XXXXXXXX
Re: ***
Dear Sir/Madam,
This correspondence is in reference to a complaint filed by *** regarding Cricket service. In her complaint, she reports that On January 23, 2018 she purchased a phone at a Cricket Authorized Retailer. She experienced multiple issues with the device and had to replace it three times. The last exchange is also having several issues, the device' screen freezes, numbers get dialed on their own, it turns itself on and off, etc. She wants to return the device back to the store and is asking for a full refund for the phone, phone case and an account credit.
We researched Ms. account and found that there was an existing complaint that we received at our Corporate Offices from a legal firm in regards to Ms. complaint. Our records show that Ms. has replaced her device 3 times, experiencing issues with all devices. Please note that Cricket provides a 7-day return policy beginning on the date of purchase in which a customer may return or exchange a qualifying new or reconditioned wireless device purchased at one of our Cricket Stores. For more information visit: cricketwireless.com/terms
We called Ms. on April 11, 2018 and advised on our return policy. We offered to replace her ZTE Blade X Max with a comparable device with a different make and model. Ms. requested that the replacement we send to her needs to have the same memory space and screen size as the ZTE Blade X Max. She is also requesting we send her a case with the new device. On April 12, 2018 we sent her a comparable device, the Alcatel Idol 5. We also sent her a phone case. Ms. advised that she will use the phone and call us if she has any other questions.
Cricket strives to provide excellent service and we regret when that high standard is not met.
We thank Ms. for her communication and trust that this explanation properly addresses her concern.
Regards,
Cricket Wireless, Customer Support
575 Morosgo Dr., NE
Atlanta, GA XXXXX
No service in our area Purchased 3/18/18 called Cricket 3/21/18 told them about it. on 3/25/128 went to a Cricket store told them we had dropped calls no service bars so no calls could be received texts in town were not received and text sent would not deliver. A *** and a *** took both of our phones and proceeded to try to renetwork them .We wanted to leave the phones there but they convinced us that what they did would work...so we took them home. we really wanted this to work and we both needed our phones. The very next day *** called back to our local Cricket store they said he should call the 1-800-CRICKET. He called and a woman told him to shut off his phone for 5 min. he did this she was going to reboot the phone. Nothing changed on our end she told him there was nothing more she could do. Getting fed up we looked into and cell carrier. on 4/3/18 *** called the 1-800 number and talked to a *** explaining everything he told *** if he brought the phones back to the Stevens Point location we would get our money back and they were sorry it didn't work out.ON the very next day 4/4/18 Allan made a trip to Point and when he came into the Cricket store the employee behind the desk told him he had gotten an e-mail thjat morning and *** the guy from customer service 1-800 said we could not get our refund because we cancelled them.2 phones XXX-XXX-XXXX + XXX-XXX-XXXX
Product_Or_Service: LG /LG X Charge cell phone/2GB Rate Plan
Account_Number: XXX-XXX-XXXX
Other (requires explanation) Money back for at least the 2 phones $19.00 each plus activation fees $25.00 each plus the 1st months service fees $30.00 each plus a $7.00 fee for insurance for 1 phone $38.00 for phones $50.00 for activation fees $60.00 for service fees $ 7.00 for 1 months insurance fee This coming to a total of $155.00 WE spent $257.06 because we really wanted Cricket to work for us on Cases and Tempered glass but would be happy for just the phones and service fees.
April 17, 2018
Revdex.com
Online Complaint
Complaint No: XXXXXXXX
Re: ***
Dear Sir/Madam,
This correspondence is in reference to a complaint filed by *** regarding Cricket service. In her complaint, she reports that on March 18, 2018 she purchased two devices and services at a Cricket Authorized Retailer. On March 25, 2018 she went back into the store and told them about having drop calls, and no signal bars. The store's sales person reset both devices and advised that they would work. On March 3, 2018 Ms.' husband called Cricket's customer service and requested assistance returning the devices for a full refund, the customer service agent, *** advised that they could take the phones back to the Authorized Retailer with the store invoice to get their money back. They did not received assistance at the store with their refund request. Ms. is asking we assists her with the return of the device and a full refund.
We researched Ms. account and found that she contacted customer service outside of Cricket's device return period. Please note that the Refund Policy can be found on Ms. store's invoice. We also found that she ported out and cancelled her services on April 4, 2017. Per Cricket's terms and conditions, the customer will not receive a refund or credit for the unused portion of their account balance if they decide to cancel Service before their monthly service period ends. For more information on our Terms and Conditions please visit https://www.cricketwireless.com/terms. Also note that Cricket provides a 7-day return policy, beginning on the date of purchase, in which you may return or exchange a qualifying new or reconditioned wireless device purchased at one of our Cricket Stores. Please visit https://www.cricketwireless.com/support/orders-and-activations/returns-and- exchanges /customer/returns-and-exchanges.html for more information on our Returns & Exchanges policy.
We called Ms. and advised on the aforementioned. She states that she called customer service on April 3, 2018 and spoke to agent ***. The agent advised they could go to the Cricket store and the store would assist with a refund, but the store would not help them. We had our Quality team listened to the call to further investigate and we confirmed the Ms. explanation was correct. We are providing further coaching to the agent so this misinformation does not happen in the future. We made an exception and assisted Ms. with refunding the payment made for service. We called Ms. on April 17, 2018 and advised that we are sending her a refund check for the amount paid for service.
We apologize to *** for any inconvenience or poor service she felt she received. Cricket strives to provide excellent service and we regret when that high standard is not met.
We thank Ms. for her communication and trust that this explanation properly addresses her concern.
Regards,
Cricket Wireless, Customer Support
575 Morosgo Dr., NE
Atlanta, GA XXXXX
Having trouble activating a phone I paid for!!
4/5/2018 I bought a phone from Best Buy that has cricket listed on the phone. I purchased a Cricket Sim card and $30 card to activate my line. Around 12:00am I tried to activate my line and for some weird reason online was not acting right. I did not get a confirmation email with an order number number. An error message popped up saying that I needed to contact customer service. I did so. Customer service said because I don't have an order number. The order number online gave is incorrect. This was at 7 am central standard time. I received another call saying that the order does not have to be canceled something else needs to be done. I was told that this issue would be handled before this evening. I get a text message at 8:08pm that everything was completed so I tried to make a test call from the device. STILL no activated phone. This is so unprofessional and stressful!! Activate my phone!!!I'm not asking for anything FREE just what I paid for without all of this waiting!!!
You took my money now activate the phone!!! I SHOULD NOT have to be this stressed out or waiting for a phone that I paid for to be activated!!!
April 10, 2018
Revdex.com
Online Complaint
Complaint No: XXXXXXXX
Re: ***
Dear Sir/Madam,
This correspondence is in reference to a complaint filed by *** regarding Cricket service. In her complaint, she reports that on April 5, 2018 she bought a phone from Best Buy, a SIM Card and a $30 prepaid card to activate the line. She tried to activate the phone online, but the website was acting up. She contacted customer service, but they advised that the order number she provided was not correct. Later that day she received a call form Cricket, and they advised that the issue would be corrected that evening. That same evening she received a text message that the activation was completed. Ms. tested her device and still didn't have service. She is requesting the line gets activated.
We researched Ms. account and found that there was a problem with the online activation Ms. submitted on April 5, 2018. On April 6, 2018 a technical ticket (#XXXXXXXXXXXX) was open to cancel the online activation. Our records then shows that we assisted with a new activation successfully.
We called Ms. and advised on the aforementioned. She stated that it should not have taken so long to get her line activated, she feels this was a stressful experience. We advised that we will further investigate why the online activation did not go through and make sure that it does not happen again. We were able to come to an amicable resolution that Ms. was happy with.
We apologize to *** for any inconvenience or poor service she felt she received. Cricket strives to provide excellent service and we regret when that high standard is not met.
We thank Ms. for her communication and trust that this explanation properly addresses her concern.
Regards,
Cricket Wireless, Customer Support
575 Morosgo Dr., NE
Atlanta, GA 30324
/EI
On Feb. 7, 2018 I received an update notice for my phone, which I installed. After installing the update my phone started acting strange, & kept getting worse until it was not useable at all. I got ahold of Cricket Customer Support on Chat & was told that Alcatel sent out the wrong update, but it could be fixed. The fix was a Factory or Hard Reset, which erases everything on the phone. I had some very important things on my phone relating to me being stalked & really could not afford to lose them so I asked if there was anything else that could be done since this was not any of my fault. I was told to back up my things & reset it but there was no way I knew how to back it up because the phone would not work at all. I was told to take it into store, which I did & the employees there did not know what I was talking about but a guy looked at it & told me it was not useable, which I already knew. I told them what I was told on Chat & one girl said that they didn't know what they were talking about couldn't I tell from their accent, which I thought was not right of her to say. Anyway Cricket on Chat again said that it was all Alcatels fault they had nothing to do with it at all but Alcatel says they pushed it thru. My phone, which is not a yr old still is not working. I did reset it losing everything I needed, many times & it will work for a day or two & quit again. Alcatel said I have to send it in under warranty to get it fixed, when this was know fault of mine & Cricket would not Cr me for the months worth of service I lost saying service was there I should of got another phone, if I would of broke it I would but not when Alcatel sent & Cricket pushed the Update. I am only able to use phone for a little while & it goes crazy again & I have to reset it again & I should not have to be inconveinced anymore by sending it in & I am disabled & it is necessary for me to have a working phone.
Product_Or_Service: Other /pixi theater/
Account_Number: XXX-XXX-XXXX
Other (requires explanation) I think Alcatel should replace or refund the phone & Cricket should refund my money for when I was unable to use the service & they lied & said they had nothing what so ever to do with it on Chat & I have copy of that Chat & the others & emails from Alcatel which would not even respond to me for a long time & after they did they never responded again after I told them I should not have to send in phone under warranty I did not break it they did & admitted to it. I'm not sure if that isit or not
April 13, 2018
Revdex.com
Online Complaint
Complaint No: XXXXXXXX
Re: ***
Dear Sir/Madam,
This correspondence is in reference to a complaint filed by ***. In this complaint, Ms. states that after performing a software update she received from Cricket, her device was no longer functional. Ms. would like a refund for the month of service.
We contacted Ms. directly and corresponded with her via email. We advised Ms. that although the software was delivered via Cricket, the devices manufacturer is who sends the update to Cricket to push out to our customers. We have agreed to issue a one-time courtesy credit equivalent to a month of service. The refund will be refunded back to Ms. original payment method.
We value Ms. feedback and apologize for any inconvenience or poor service she felt she received.
Cricket strives to provide excellent service and we regret when that high standard is not met. We thank Ms. for her communication and trust that this explanation properly addresses her concern.
Regards,
Cricket Wireless, Customer Support
575 Morosgo Dr., NE
Atlanta, GA XXXXX
(The consumer indicated he/she ACCEPTED the response from the business.)
I accept because that is what I asked for, the money back when I did not receive service. Their customer service employees & their in store employees that treated me so badly are their problem to handle, which they should. I just don't think I should have to pay for what I did not get to use because they pushed, (sent) me something that messed up my phone so bad I was not able to use it, it still is messed up & does not work for more than a couple days before I have to reset it & I lost a lot of very important things having to reset it the first time. The phone is not even a year old and now almost useless. I have been ill is why I have not responded to them. I have a brain tumor, which I informed them of & I have been in bed with it acting up & was not able to respond to them. But, they have very bad customer service & everybody I know who uses them says the same thing before they switch their service provider. Thank you for your help on this.